The Most Pressing Issues Facing Travel Advisors in 2024

05.03.2024 - 19:30 / travelpulse.com / Claudette Covey

What are the most pressing issues facing travel advisors in 2024?

Just some of the challenges include delivering stellar customer service amid an onslaught of business, higher prices and the prospect of suppliers pursuing direct business, they said.

“Since travel is more popular now than any other time in history, it’s becoming harder and harder for agents to catch up and deliver good customer service,” said Shane Lawrence, president of leisure sales at Imagine Travel Vacations.

“What we’ve decided to do is work from 10 a.m. to 11 p.m. five days a week and also Saturdays 11 a.m. to 6 p.m. from January 2 until mid-April,” he said.

“I find that this year we have many more clients reaching out and expecting an immediate turnaround (same day) with answers, options, etc., and if we don’t get back to them ASAP, then they will just go find someone else,” said Ateet Ahuja, CEO and founder of Complete Getaways. “We’ve seen a huge influx of inquiries and some are just not willing to wait.”

“Clients are now looking for room rates and airfare to be lower and more like 2021/2022 pricing, which is not the case,” Ahuja said. “Travel has been really strong and the reality is that pricing is going to go up and not down.”

Furthermore, Ahuja said that some “resorts have implemented a minimum length of stays whereby all guests are required to stay longer during peak season or when the resort is at high occupancy.”

“This forces the clients to look at other resorts. Many of my customers are professionals (specifically doctors) who cannot afford to go for more than three nights. Imposing a four-night, five-night and seven-night minimum makes it a hard sell, especially since most of my clients are wedding guests for a destination wedding that we are handling.”

Travel advisor and happy clients. (Photo Credit: Dragana Gordic/Adobe Stock)

Kim Goldstein, president of Journeys Inc., said she is witnessing “a significant challenge arising from resorts aggressively pursuing direct business through extensive advertising campaigns and offering better deals than those available through tour operators or member rates.”

“These resorts seek our business, yet they restrict how and where we can book, creating many obstacles for travel advisors. Consequently, this may lead us to promote alternative products that do not have such constraints.”

Goldstein added, “Many of these resorts lack a comprehensive booking system capable of handling reservations, payments, airfare, travel insurance, tours and other essential aspects. Insufficient staffing often results in delays or difficulties in completing basic tasks and the absence of a 24/7 emergency line to handle air and hotel issues can cause serious service disruptions in the case of unforeseen issues.”